Scorecards define how calls are evaluated, whether manually or through Auto QA.
This article explains how to create, edit, assign, and manage scorecards, and how those changes affect evaluations and data visibility.

If you’re unsure why something changed (or didn’t), this article should answer it.

Quick answer (TL;DR)

  • Scorecards define what is evaluated and how

  • Editing a scorecard usually affects future evaluations

  • Historical evaluations are not always recalculated

  • Visibility of evaluation data depends on date range and retention

  • Permissions affect who can edit or override evaluations

1. Creating a new scorecard

When to create a new scorecard

  • Different evaluation criteria for different teams

  • New process, script, or campaign

  • Moving from pilot to production QA

How it works

  1. For a new scorecard, you have to request to your account manager. 

2. Changing questions in an existing scorecard

What you can change: You cannot change text questions in the scorecard. It will affect the previous evaluations.  Request your account manager to change the scorecard. 

Best practice is to create a new scorecard. 

3. Assigning a scorecard to a different team

Common use case

  • Team restructuring

  • New TL or process ownership

What to know

  • A team can have multiple scorecard active at a time

  • Past evaluations stay linked to the old scorecard

4. Editing an already filled evaluation

Can evaluation scores be changed?

Yes, depending on permissions:

  • QMs/Admin may edit scores; if QA wants to edit the score, QA has to reach out to QM

  • Comments and feedback can be updated

Important behavior

  • Editing an evaluation updates the final score

  • AI is not retrained automatically

  • Audit trails may apply

5. Why I can’t see evaluation data beyond 3 months

Possible reasons

  • Data retention limits

  • Default date range filters

  • Role-based access restrictions

What to check

  • Expand the date range

  • Confirm your role permissions

  • Check workspace retention policy

Missing older evaluations does not always mean data is deleted.

When should you contact support?

Contact support if:

  • Evaluations disappear unexpectedly

  • Scorecard changes affect data incorrectly

  • You cannot edit evaluations despite correct role

  • Team assignments behave inconsistently

Sharing scorecard name, team name, and time range helps faster resolution.

Related articles

  • Auto QA & Enthu Magic: AI-based quality evaluations

  • Auto QA Sampling: how calls are selected

  • Coaching and feedback in Enthu


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